We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
-
Decision Reference DRN-5571319
26 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5571319 The complaint Mrs C complains about the terms relating to early repayment in her hire purchase agreement with Toyota Financial Services (UK) PLC trading as Lexus Financial Services (“Lexus”). What happened Mrs C has been represented in bringing her complaint by her husband, ... (3 pages)View decision -
Decision Reference DRN-5843228
26 Sep 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5843228 The complaint Mr M complains about the ongoing costs applied by Interactive Brokers (U.K.) Limited (“IBUK”) to a contract for difference (“CFD”) position in his investment account, which he cannot close. What happened On 24 February 2022, Mr M opened a long CFD position on 1... (8 pages)View decision -
Decision Reference DRN-5742980
26 Sep 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5742980 The complaint Mr D complains that Quai Investment Services Limited trading as Intelligent Money(Quai) failed to pass on his monthly pension contributions to his platform provider, leading to a financial loss. What happened Mr D had a Self-Invested Personal Pension (SIPP) wit... (5 pages)View decision -
Decision Reference DRN-5673050
26 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5673050 The complaint Mrs L complains about the quality of a car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). Mrs L is also unhappy with the resolution offered by Moneybarn. What happened In November 2024, Mrs ... (3 pages)View decision -
Decision Reference DRN-5723924
26 Sep 2025 Vitality Health Limited Not upheldInsuranceDRN-5723924 The complaint Mr B is unhappy Vitality Health Limited (Vitality) declined his claim. What happened Mr B held a group private medical insurance from 31 October 2024. The policy was underwritten by Vitality on a ‘moratorium’ basis. He contacted Vitality to make a claim on 26 ... (3 pages)View decision -
Decision Reference DRN-5733302
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5733302 The complaint Mr T complains that HSBC UK Bank Plc didn’t do enough to prevent him losing money to a scam. Mr T has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr T himself where I also mean his representative. What hap... (3 pages)View decision -
Decision Reference DRN-5656501
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5656501 The complaint Miss R is complaining that Santander UK Plc didn’t do enough to prevent her from making a payment to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise them briefly here. In late 2024 Miss R fell victim to ... (3 pages)View decision -
Decision Reference DRN-5523257
26 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5523257 The complaint Mr H complains that Wise Payments Limited trading as Wise will not refund money he lost to a scam. Mr H is represented by a firm, but for ease I have only referred to Mr H in this decision. What happened The background to this complaint is well known to both pa... (2 pages)View decision -
Decision Reference DRN-5742945
26 Sep 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5742945 The complaint Mrs D complains that Quai Investment Services Limited trading as Intelligent Money (Quai) failed to pass on her monthly pension contributions to her platform provider, leading to a financial loss. Mrs D is represented in her complaint. But I’ll only refer to he... (5 pages)View decision -
Decision Reference DRN-5416780
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5416780 The complaint Mr T complains that HSBC UK Bank PLC won’t reimburse him after he fell victim to a job scam. Mr T is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr T directly. What happened Mr T h... (3 pages)View decision
